Set up the deflection configuration for Self-Service Analytics
Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern.
Before you begin
Configure activity patterns for Self-Service Analytics.
Role required: sn_ssa_core.self_service_manager
Procedure
Navigate to All > Self-Service Analytics > Configuration > Deflection Configuration.
In the Deflection Configurations list, search for and select the deflection configuration for your activity context.
- For customer contacts, select Contact Case Deflection Configuration.
- For consumers, select Consumer Case Deflection Configuration.
- For user entities other than consumers and customer contacts, click New to create another deflection configuration or modify an existing configuration.
- On the Deflection Configuration form, verify the default field values for an existing configuration or fill in the values for a custom configuration.
| Field | Description |
|---|---|
| Name | Name for your deflection configuration. |
| Activity Context | Type of activities for which you want to collect data. For more information, see Configure activity contexts for Self-Service Analytics. |
| Description | Summary of the configuration. |
| Application | Scope of the application that contains the user entity. This field is automatically set based on the application scope selected in the application picker. |
| Window | Activity context window \(duration\) for tracking activities that match a deflection pattern.Example: To track the create case activity for a consumer within a day, set the window as 1 day. - If the consumer created a case within that window, the deflection pattern matched is not a deflection. - If the consumer did not create a case within that window, the deflection pattern matched is a potential deflection. - If the consumer did not create a case and the last activity is submitted positive feedback for any self-service channel content within that window, the deflection pattern matched is a confirmed deflection. |
In the Deflection Patterns related list, add or modify existing deflection patterns to associate them with the deflection configuration or add a new pattern.
This related list appears only if a deflection configuration exists.
In the Deflection Metrics related list, add or modify an existing deflection metric table that stores the deflection data for an activity pattern associated with a deflection type.
This related list appears only if a deflection configuration exists. Alternatively, you can also configure a deflection metric table by navigating to Self-Service Analytics > Deflection Metric.
On the Deflection Configuration form, click Update.
What to do next
Configure scheduled jobs for Self-Service Analytics.
Parent Topic:Configure Self-Service Analytics